Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor – Retail Banking Support at Barclays
Join our team at Barclays as a Senior Customer Service Advisor and make a meaningful impact on our customers every day. Whether your experience is in customer service, retail, hospitality, or customer-support roles handling complex queries, now is your opportunity to bring your dedication and expertise in serving others to an environment that values wide-ranging support for Retail Banking customers. As the empathetic and knowledgeable face of our branches or local hubs, you’ll provide expert guidance, troubleshoot challenges, and demonstrate the highest standards of engagement at every interaction.
Role Overview As part of our Customer Care team, you will operate 5 days per week, including covering weekends, commencing with a strong starting salary range of £27,700. This role enjoys a comprehensive benefits package, including:
- Pension plan
- Private medical insurance
- Life insurance
- Income protection
- Full training and robust team support to accelerate success and growth
Substantially more than mere employment, Barclays offers opportunities for career progression with exceptional development potential.
Purpose of the Role
To deliver outstanding customer service while resolving intricate customer needs and requests effectively and thoughtfully.
Key Responsibilities
Customer Interaction & Resolution
- Provide exceptional customer service across various platforms, including phone, email, and chat support
- Tackle and resolve complex, bespoke customer requirements, offering personalised solutions in every instance
- Serve as the face of Barclays Retail Banking, offering consultative support from concept to resolution
- Handle diverse inquiries and issues pertaining to:
- Account balances
- Transaction discrepancies
- Payment processes
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Process Improvement & Collaboration
- Collaborate with internal teams to refine and align customer service frameworks
- Proactively identify inefficiencies in customer care processes, delivering actionable recommendations for streamlining and modernising our service
- Coordinate coaching, guidance, and development options for colleagues
- Introduce and enhance customer care protocols to ensure efficiency and risk mitigation while sustaining operational excellence
Performance & Reporting
- Compile detailed reports and presentations assessing customer service performance
- Communicate key findings to senior internal stakeholders
- Track and integrate emerging industry trends to implement best-in-class practices for process optimisation
Analyst Expectations
Stakeholder & Customer Service
- Offer specialist advice to drive satisfaction across all customer interactions
- Operate efficiently within established workflows while elevating service standards
Have managerial lead of specific processes or potentially oversee a small team of colleagues, managing the following responsibilities:
- Supervision & team resource alignment
- Delegating tasks and coordinating workloads
- Supporting professional development within the team
For supervisors: Demonstrate leadership behaviours rooted in LEAD—a framework breaking down into:
- Listen and be Authentic
- Energise and Inspire
- Align across the enterprise
- DevelopOthers
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For individual contributors:
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Manage and drive improvement on processes within your area
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Deliver and execute work aligned with rules, regulations, and organisational codes of conduct
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Work on cross-team collaborations and projects beyond direct responsibilities
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Execute workload requirements in adherence to procedures, while ensuring allies teams perform effectively
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Quality assurance: Review work from colleagues within your team to meet set standards
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Provide expert guidance and problem-solving within your focus area
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Drive risk management and controls implementation, mitigating risks linked to own responsibilities or contributions
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Maintain an integrated understanding of team contributions to broader objectives, fostering wider impact
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Diligently hone core principles applicable to work area, advancing operational expertise
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Utilise past expertise to:
- Assess relevance of previous approaches and like scenarios
- Weigh options where conventional processes do not fully apply
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Communicate sensitive information skillfully, tailoring messaging for clarity on customer advice and support aspects
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Build strong, long-term stakeholder and customer relationships, comprehensively addressing their evolving needs
Barclays Values & Mindset
All colleagues are expected to embody:
- Respect, Integrity, Service, Excellence, Stewardship: Our guiding principles for principled decision-making.
- Barclays Mindset, centring on Empower, Challenge, Drive—the collaborative and proactive strategy for ensuring individual and team excellence.
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